Dental Team Lead
hace 2 semanas
Role Overview
We are seeking an experienced Customer Service Supervisor to join our team at Straumann Group. As a key member of our provider services team, you will be responsible for managing a team of specialists and ensuring exceptional customer experience.
Responsibilities
- Lead and manage up to 8 Provider Services Specialists
- Monitor and improve Key Performance Indicators (KPIs) on a team and individual level
- Handle escalated cycles from team leaders when needed
- Oversee the training of team members and provide additional training based on performance audit results
- Ensure accuracy and timeliness with all project management tools
- Create content and development materials for team meetings and updates
- Manage CRM tool processes that drive day-to-day support channel efficiencies
- Conduct daily back-up monitoring of call, ticket, and chat inflow
- Approve and update timecards and attendance logs
- Assign and manage project targets
- Oversee, edit, and update the Internal Help Center as needed
- Create programs to increase production, morale, and knowledge of the group
- Work collaboratively cross-team and across all departments to ensure a world-class provider experience
Requirements
- Fluent in English
- High School Diploma or equivalent
- 3 years of customer service experience
- 1 year of management experience
Preferred Qualifications
- International support experience a plus
- Dental industry background or experience
- Analytical with structured thinking and excellent verbal and written communication skills
- Ability to think outside the box while remaining within regulatory guidelines
- Comfortable in a rapid-paced environment
- Excellent communication skills with the ability to coach and mentor team members
- Customer-oriented mindset and enjoy working cross-functionally with other departments
- Demonstrated ability to work in a team environment and collaborate well with others
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